\n- Hours of Operation<\/li>\n
- Community Care Responsibilities<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
Answering the Call<\/p>\n
\n- First Impression<\/a> (200)\n
\n- Welcome<\/li>\n
- Build relationship<\/li>\n
- Bring them back<\/li>\n<\/ul>\n<\/li>\n
- Answering the Call<\/a> (201)\n
\n- Using the Client List\/Contact Reference Guide\n
\n- Phone Extension List<\/li>\n<\/ul>\n<\/li>\n
- Calls from Board Members<\/li>\n
- Overhead paging\/holding calls<\/li>\n
- Transfers to Associations with onsite staff<\/li>\n
- Transfer to cell\/other outside numbers<\/li>\n
- Transfers to Community Care Reps<\/li>\n
- **Marketing calls (potential HOA clients)**<\/li>\n<\/ul>\n<\/li>\n
- EIO Board: Determining Employee Availability<\/a> (202)\n
\n- Overview<\/li>\n
- Determining Availability<\/li>\n
- EIO Status Cheat Sheet<\/li>\n<\/ul>\n<\/li>\n
- Call Types<\/a> (203)\n
\n- Community Care<\/li>\n
- Manager Assistant<\/li>\n
- Community Managers<\/li>\n
- Regional Community Managers<\/li>\n
- Accounting – Accounts Payable<\/li>\n
- Accounting – HOA Staff Accounting<\/li>\n
- Accounting – Accounts Receivable Billing<\/li>\n
- Accounting – Collections<\/li>\n
- Accounting – Cash Posting<\/li>\n
- Accounting – Corporate<\/li>\n
- Accounting – Escrow<\/li>\n
- Human Resources<\/li>\n
- Corporate Production Services (CPS)<\/li>\n
- Administrative – Corporate<\/li>\n<\/ul>\n<\/li>\n
- Telephone Etiquette<\/a> (204)\n
\n- Proper Verbiage<\/li>\n
- Terminating Calls – CC Leads Only<\/li>\n<\/ul>\n<\/li>\n
- Scripts <\/a>(205)\n
\n- General Call Scripts<\/li>\n
- Work Order Request Calls – Homeowner\/Resident<\/li>\n
- Work Order Follow Up Calls – Vendor<\/li>\n
- Work Order Follow Up Calls – Homeowner\/Resident<\/li>\n<\/ul>\n<\/li>\n
- Call Screening<\/a> (206)\n
\n- Warm Transfer vs. Cold Transfer<\/li>\n
- Warm Transfer – How<\/li>\n
- Calls for the Owner of Action<\/li>\n<\/ul>\n<\/li>\n
- Incoming New Business Development Calls<\/a>\u00a0 (207)\n
\n- Normal Marketing Calls<\/li>\n
- SnapHOA Marketing Calls<\/li>\n<\/ul>\n<\/li>\n
- Manager Assistant Calls<\/a> (209)\n
\n- Onsite, Cottonwood, Irvine, and Branch MA<\/li>\n
- Responsibilities of each group of MA<\/li>\n
- Arch Applications (including Satellite Dish)<\/li>\n
- Parking<\/li>\n
- Clubhouse\/Sport Court\/Pool Reservations<\/li>\n
- Status of deposit return for Arch\/Reserv<\/li>\n
- Paint Colors<\/li>\n
- Escalated Non-Emerg Calls for Manager<\/li>\n
- Assisting Board Members w\/ Board Portal Login<\/li>\n<\/ul>\n<\/li>\n
- Alarm and Fire System Calls<\/a> (211)\n
\n- Burglar Alarm<\/li>\n
- Daily Test Signal Missed<\/li>\n
- Fire Alarm<\/li>\n
- Low Battery Signal<\/li>\n
- Supervisory Signals<\/li>\n
- Tamper Signals<\/li>\n
- Trouble Signals<\/li>\n
- Water Flow Detector<\/li>\n
- Zone Trouble Signal<\/li>\n<\/ul>\n<\/li>\n
- Board Meetings<\/a> (212)\n
\n- General Info<\/li>\n
- Check the Association’s Profile<\/li>\n
- Board Meeting Website<\/li>\n<\/ul>\n<\/li>\n
- New Account\/Terminating Accounts<\/a> (213)<\/li>\n
- Red Associations<\/a> (214)\n
\n- Definition of Red Association<\/li>\n
- Typical Red Associations<\/li>\n
- Atypical Red Associations<\/li>\n
- Cost Centers<\/li>\n<\/ul>\n<\/li>\n
- SNAPHOA by Action<\/a> (217)<\/li>\n<\/ul>\n
Work Orders<\/p>\n
\n- Maintenance <\/a>(300)\n
\n- How to Open a Work Order<\/li>\n<\/ul>\n<\/li>\n
- Emergency Rush Calls<\/a> (301)\n
\n- How to Open a Rush Work Order<\/li>\n<\/ul>\n<\/li>\n
- CC Emails<\/a> (304) (DO NOT USE)<\/strong><\/span>\n
\n- Introduction<\/li>\n
- Step By Step Guide to Completing a CC Email (Resident Portal Requests or Emails Directly from Homeowner\/Resident)<\/li>\n<\/ul>\n<\/li>\n
- On Call<\/a> (305)\n
\n- How On-Call Work Orders\/Calls are Handled<\/li>\n<\/ul>\n<\/li>\n
- Follow Ups<\/a> (306)\n
\n- Effective Updates<\/li>\n
- Follow Up Date and Instructions<\/li>\n
- Manager Approvals when out of the office<\/li>\n
- Escalation Process<\/li>\n
- Bids<\/li>\n<\/ul>\n<\/li>\n
- Work Order Procedures for Managers<\/a> (307)\n
\n- Overview<\/li>\n
- CCGENERAL,CCPRIORITY,AND WORKORDERUPDATES EMAILS<\/li>\n
- \u00a0Definitions<\/li>\n
- Bids<\/li>\n
- Work Order Follow-Up<\/li>\n
- Manager Approvals When Out of Office<\/li>\n
- Calls to Board\/Committee Members<\/li>\n<\/ul>\n<\/li>\n
- Follow Ups Reports<\/a> (308)\n
\n- All Work Orders Due Today<\/li>\n
- All Work Orders Due Yesterday<\/li>\n
- All Work Orders Needing F\/U Up to Today<\/li>\n
- All Work Orders Needing F\/U Up to Yesterday<\/li>\n
- All Work Orders Opened the Previous Day<\/li>\n
- Filling Out the Report Tracking Worksheet<\/li>\n<\/ul>\n<\/li>\n
- Handling Leaks (Liquid or Gas),Remediation and Interior Repairs <\/a>(312)<\/strong>\n
\n- RUSH\/LEAK-REMEDIATION WORK ORDERS \u2013 DEFINITION<\/li>\n
- HOW LEAKS\/POTENTIAL LEAKS ARE HANDLED<\/li>\n
- STEP 1: STOP THE LEAK<\/strong>\n
\n- Gather Information ***Leak Outline Form***<\/li>\n
- Opening a Leak Work Order<\/li>\n
- Updating a Leak Work Order<\/li>\n
- Following Up on a Leak Work Order<\/li>\n
- Closing a Leak Work Order<\/li>\n<\/ul>\n<\/li>\n
- STEP 2: DRYOUT\/REMEDIATION<\/strong>\n
\n- Opening a Remediation Work Order<\/li>\n
- Updating a Remediation Work Order<\/li>\n
- Following Up on a Remediation Work Order<\/li>\n
- Closing a Remediation Work Order<\/li>\n<\/ul>\n<\/li>\n
- STEP 3: INTERIOR REPAIRS<\/strong>\n
\n- Opening an Interior Repair Work Order<\/li>\n
- Updating an Interior Repair Work Order<\/li>\n
- Following Up on an Interior Repair Work Order<\/li>\n
- Closing an Interior Repair Work Order<\/li>\n<\/ul>\n<\/li>\n
- GAS\u00a0LEAKS<\/li>\n<\/ul>\n<\/li>\n
- Assigned Days for CC Emails<\/a> (314)\n
\n- Responsibilities of Rep assigned to Emails<\/li>\n
- When to log in and when to log off<\/li>\n<\/ul>\n<\/li>\n
- Specific Work Order Issues<\/a>(315)\n
\n- Health and Safety Concerns<\/li>\n
- Birds<\/li>\n
- Bees<\/li>\n
- Contaminated pools<\/li>\n
- Dead animal removal<\/li>\n
- Irrigation – when is it an emergency?<\/li>\n
- Pool lights out<\/li>\n
- Work orders for Public Utilities<\/li>\n
- Tree Trimming<\/li>\n
- Termites in Fences<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
Accounting<\/p>\n
\n- Accts Receivable Gen Call Answering Guidelines<\/a> (400)\n
\n- Only Speak to the Homeowner\n
\n- *Written Consent to Speak to Non-Owner<\/li>\n
- *Deceased Owner<\/li>\n
- *Payment Info for Non-Owners<\/li>\n
- *Caller Claims to be on Title<\/li>\n
- *On Title but New Name (Married\/Divorced)<\/li>\n
- *New Homeowner<\/li>\n<\/ul>\n<\/li>\n
- Check Account Status – Legal<\/li>\n
- Check for Special Assessments<\/li>\n
- Requests to Waive LC, interest\u00a0 & Other Fees<\/li>\n
- Explanation of Account Balance\/Requests for Breakdown of Account Charges, etc.<\/li>\n
- Questions About Misc Charges\/Fines\/Fees<\/li>\n
- Documenting Calls<\/li>\n
- Communicating With Accounting<\/li>\n<\/ul>\n<\/li>\n
- Statements and Coupon Booklets<\/a> (401)\n
\n- General Information<\/li>\n
- Billing Address<\/li>\n
- Coupon Books<\/li>\n
- Statements\n
\n- *Resident Transaction Report\/Ledger<\/li>\n<\/ul>\n<\/li>\n
- E-Statements<\/li>\n<\/ul>\n<\/li>\n
- Vendor Inquiries – Accounts Payable<\/a> (402)\n
\n- EMERGENCY CALLS FROM HOA VENDORS (THREATENING TO DISCONNECT UTILITIES OR DENY ESSENTIAL SERVICE DUE TO LACK OF PAYMENT)<\/li>\n
- SEARCHING FOR A VENDOR INVOICE IN GRID \u2013 (Vendors that currently work for our HOA\u2019s)\n
\n- FASTEST WAY TO SEARCH<\/li>\n
- MOST ACCURATE WAY TO SEARCH<\/li>\n
- IF INVOICE IS NOT IN GRID<\/li>\n
- IF INVOICE IS IN GRID WITH NO CHECK<\/li>\n
- IF INVOICE IS IN GRID WITH CHECK<\/li>\n<\/ul>\n<\/li>\n
- GIVING W-9’s<\/li>\n
- GETTING W-9\u2019S: NEW VENDORS WE ARE USING FOR THE FIRST TIME, AND CURRENT VENDORS NOTIFYING US OF A CHANGE IN THEIR NAME OR ADDRESS<\/li>\n
- NEW VENDORS WHO WANT TO WORK FOR OUR HOA\u2019S<\/li>\n
- CORPORATE ACCOUNTS PAYABLE (vendors who provide goods and\/or services to Action, or Action employees seeking reimbursement)<\/li>\n<\/ul>\n<\/li>\n
- Late Charges and Interest Charges<\/a> (404)\n
\n- General Information\n
\n- *Any Past Due Assessment Balance can be Late Charged<\/li>\n
- *LC Exception (balance < $1.00)<\/li>\n
- *Applied According to Collection Policy<\/li>\n
- *Applying Interest Charges<\/li>\n
- *No LC on unpaid Late or Interest Charges<\/li>\n<\/ul>\n<\/li>\n
- Grace Periods<\/li>\n
- Removing a LC or Interest Charge\n
\n- *Requests to Waive Legitimate Late or Interest Charges<\/li>\n
- *Requests to Waive Late or Interest Charges-Our Error<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n
- Assessment Payments<\/a> (405)\n
\n- Pay Special Assessments<\/li>\n
- Paying Normal Monthly Assessments<\/li>\n
- Check Research – “Missing Checks”<\/li>\n
- Stop Payment on Assessment Checks<\/li>\n
- Bank Billpay\/Auto-WD thru Owner’s Bank<\/li>\n
- Credit Card Payments thru Vivo<\/li>\n
- Recurring Vivo Credit Card Payments<\/li>\n
- Miscellaneous Payment Information<\/li>\n
- Check Posting<\/li>\n
- Refunding Overpayments<\/li>\n<\/ul>\n
\n- Requests to Transfer Funds to another Acct.<\/li>\n<\/ul>\n<\/li>\n
- Collections <\/a>(406)\n
\n- General information (PL\/Lien\/Legal)<\/li>\n
- Collection Process Timeline<\/li>\n
- How to Stop the Collection Process<\/li>\n
- Collection Process for Special Assessments<\/li>\n<\/ul>\n<\/li>\n
- Payabli Payment Processing<\/a> (407)\n
\n- Online Payments<\/li>\n
- Payabli Errors and Processing Issues<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
Escrow<\/p>\n
\n- Calls <\/a>(500) (DO NOT USE)<\/strong><\/span><\/li>\n<\/ul>\n
Systems<\/p>\n
\n- EIO Board<\/a> (600)\n
\n- Overview<\/li>\n
- Opening EIO\/Signing in as another Rep.<\/li>\n
- Closing the EIO Board<\/li>\n
- Opening the EIO Board after it has been Closed<\/li>\n
- To Change Your Status<\/li>\n
- Future Status<\/li>\n
- To View the Status of any Employee<\/li>\n
- Chatting<\/li>\n
- Group Chat<\/li>\n
- EIO Cheat Sheet<\/li>\n<\/ul>\n<\/li>\n
- Management App (602)<\/a>\n
\n- Searching for an association\/work order\/resident<\/li>\n
- Association dashboard<\/li>\n
- Lookup<\/li>\n
- Insurance<\/li>\n
- Vendors<\/li>\n
- Work orders\n
\n- New work orders (Unit)<\/li>\n
- New work orders (Common Area)<\/li>\n
- Updating existing work order<\/li>\n
- Closing a work order<\/li>\n
- Re-opening a work order<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n
- Outlook <\/a>(605)\n
\n- Email Signature<\/li>\n
- Changing Your Email Signature<\/li>\n
- Deleting Auto-Fill Email Addresses<\/li>\n
- Quick Parts-How to set up and edit<\/li>\n
- Quick Steps – How to set up and edit<\/li>\n<\/ul>\n<\/li>\n
- Outlook Quick Part and Quick Step Messages<\/a> (606)<\/li>\n
- How to Fax (no work orders)<\/a> (607)<\/li>\n
- Association Profiles<\/a> (608)\n
\n- How to Locate The Profile<\/li>\n
- Vendor Tab<\/li>\n
- Customer Service Tab<\/li>\n
- Additional Tabs<\/li>\n
- Profile Transition – New Profile Information<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
Reception<\/p>\n
\n- Key Distribution<\/a> (701)\n
\n- Key\/Device Inventory<\/li>\n
- Who Processes Requests<\/li>\n
- How to Handle a New Request For a Key\/Device<\/li>\n
- Instructions For Receptionist: Processing A Request<\/li>\n
- Vendor Requests<\/li>\n<\/ul>\n<\/li>\n
- Acceptance of Subpoena or Legal Doc<\/a> (702)<\/li>\n
- Opening Closing Procedures<\/a> (703)<\/li>\n
- Deliveries (Recept.)<\/a>(704)<\/li>\n
- Desk Layout<\/a> (705)<\/li>\n
- Received Faxes (Recept.) <\/a>(706)<\/li>\n
- Homeowner Payments (Irvine Recept.)<\/a> (707)<\/li>\n
- Packages\/Mail (Recept.)<\/a>(708)<\/li>\n
- Service Elevator<\/a> (713)<\/li>\n
- Etiquette, Visitors & Call handling (Recept)<\/a> (714)<\/li>\n
- Entering Keys\/Devices in “Access Control<\/span>“<\/span><\/a> (1004)<\/li>\n
- <\/li>\n<\/ul>\n
Human Resources<\/p>\n
\n- Punching In\/Out, Time Sheet Adjustments, Lunch and Short Working Days Policy<\/a> (801)<\/li>\n
- Time Off or Vacation Requests\/ Makeup Time\/ Schedule Adjustment <\/a>(802)<\/li>\n
- Call Off\/Late Arrival Procedures<\/a> (804)\n
\n- Absence<\/li>\n
- Tardiness<\/li>\n<\/ul>\n<\/li>\n
- Makeup Time<\/a> (805)<\/li>\n<\/ul>\n
Miscellaneous<\/p>\n
\n- Change of Address<\/a> (900)\n
\n- Billing Address – General Info<\/li>\n
- Billing Address Change Requests<\/li>\n
- Secondary Mailing Address Requests\/Changes<\/li>\n<\/ul>\n<\/li>\n
- Exporting Client list to Excell<\/a> (901)\n
\n- Converting The Client List<\/li>\n
- Setting Up C.L. Change Notifications in Outlook<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
Access Device Distribution\/Programming<\/p>\n
\n- Key Distribution<\/a> (701)<\/li>\n
- Key\/Device Distribution Checklist<\/a> (1001)<\/li>\n
- Handling Programming Requests<\/a> (1003)<\/li>\n
- Entering Keys\/Devices in “Access Control”<\/a> (1004)<\/li>\n
- Programming Outline Form<\/a><\/li>\n<\/ul>\n
Resident Portal<\/p>\n
\n- Resident Portal<\/a> (1100)\n
\n- Intro<\/li>\n
- Getting Started<\/li>\n
- Impersonating an Account<\/li>\n
- Linking Properties<\/li>\n
- Additional Resources<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"
Introduction” Department Overview (101) Hours of Operation Community Care Responsibilities Answering the Call First Impression (200) Welcome Build relationship Bring them back Answering the Call (201) Using the Client List\/Contact Reference Guide Phone Extension List Calls from Board Members Overhead paging\/holding calls Transfers to Associations with onsite staff Transfer to cell\/other outside numbers Transfers to […]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"open","template":"","meta":{"footnotes":""},"class_list":["post-2","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/pages\/2","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/comments?post=2"}],"version-history":[{"count":0,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/pages\/2\/revisions"}],"wp:attachment":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/media?parent=2"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}